Title: Engineer-Cloud & Infra Engg
Area(s) of responsibility
Job Title: End User Service Engineer
Experience Required: 4-8 Years
Location: London
Reporting Manager: Global EUS Manager
Job Type: Full-Time
Role Overview:
As a key member of the Technology team, the End User Service Engineer provides onsite support for incidents, problem resolution, and project implementation. This role addresses technical issues that cannot be resolved remotely, collaborates with global support teams, and consults with local business leaders to align IT support with business needs. The engineer also drives local optimization and promotes the adoption of end-user technologies.
Key Responsibilities:
Technical Support
Analyses and resolves information system issues related to the desktop computing environment, production applications and hardware
Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades.
Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk.
Support and assist users with Onboarding & Offboarding process
Support and maintain local conference and meeting room equipment
Assists senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc
Consult with local business and senior leadership to evaluate support requirements and execution planning.
Maintain the Local Asset Management data and ensure the Asset Management toolset are properly updated for periodic review
Technical support for local applications where applicable alongside other tech or business teams Technical Expertise
Service Management
To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and
resolved to agreed targets as defined in the Service Level Agreement (SLAs).
Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
Manage calls with 3rd party suppliers where necessary through to closure
Escalate calls where necessary to the support manager, report on status of outstanding calls
Builds relationships with other international support teams to create a cohesive support team
Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.
Drive technology adoption of end user services related applications and systems
Support Audits related activities alongside other tech functions and business.
Preferred Qualifications:
Excellent technical knowledge in all key areas of EUS technologies, e.g.
Windows and Mac OS
Microsoft Office Specialist (MOS) and/or Microsoft 365 certified
iOS and Android devices
Hardware and Peripherals
Mobile devices
Excellent knowledge on IT Ticketing Systems, especially Service Now
Conferencing and enterprise voice
Audio visual systems (TV/Projector systems) and conference technology
Knowledge on SCCM and Intune
Basic Network Skills to support the local Office Infra as needed
Experience in working with an International Support Environment
ITIL certified (Preferred)
Personal Skills:
Excellent communication skills in English and the local language (if applicable)
Strong customer service orientation with a focus on client satisfaction
Ability to remain calm under pressure and manage multiple tasks.
Organized, adaptable, and collaborative team player.